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out of 10
I was just wonder why my daughter that lives in the neighboring town on Cape Cod has a rate of $44 for $500 deduction
I think decisions made on invoices should be a little clearer.
I think decisions made on invoices should be a little clearer. If it wasn’t for Emily‘s knowledge when I called, I would not of known why my claims were turned down. As for the claims, oh I wasn’t aware that if I was bringing my pet to the vet for multiple reasons that my illness claim should be done on a separate invoice.
I spoke to two customer support people, Amanda & Alex, both were incredible! They were able to answer questions as I called on the way to the animal hospital with my GSD who was showing signs of poisoning. I needed to know if they would pay the Hospital directly bc the receptionist didn’t know if they worked with Trupanion directly like some do- she said I would need to do self-pay and submit the receipt for reimbursement. When I explained that I knew I couldn’t afford it bc it would likely be over $2K she told me that it would be up to the hospital but after I found out of they could provide an estimate she told me she could get a preauthorization for me if the hospital was willing to wait for direct payment from Trupanion. They helped me through what ended up being a really hard process. Just as the preauthorization had been processed, the vet came out and shared the results which showed extensive heart damage so things went a different way unfortunately. Just the same, without Trupanion I would have been more distraught. I’m very grateful to have them help me through things. The hospital was also amazing, they helped work with the team there to get things worked out for euthanasia